Executive Director, Customer Engagement Delivery

$144,000 - $220,000/Yr

The College Board - New York, NY

Full-time - Senior

Remote - New York, NY

101-250 employees

Educational Services

About the position

The Executive Director, Customer Engagement Delivery is responsible for overseeing the strategy and operational excellence of the Customer Engagement & Experience (CEE) department within the College Board's Operations division. This role focuses on delivering a world-class customer experience through effective management of contact center operations and vendor delivery teams, ensuring high performance in customer satisfaction and first contact resolution. The position requires strong leadership and collaboration across various departments to drive transformational change and continuous improvement in customer engagement.

Responsibilities

• Manage daily contact center operations and implement the College Board Customer Experience vision for customer-facing support teams.
• Oversee contact center operational activities including process definition, resource allocation, and SLA tracking.
• Drive performance management across internal and third-party vendor delivery teams.
• Lead root cause analysis and implement remedies for SLA-related issues.
• Collaborate with vendor management to ensure appropriate process definitions for quality delivery.
• Coordinate business process details including service transitions and end-to-end service levels.
• Identify opportunities to reduce contacts and improve customer experience while reducing costs.
• Build and maintain strategic relationships across departments and external partners.
• Drive transformational change through leadership of complex, multi-stakeholder programs.
• Define and build a continuous improvement model to enhance customer experience and business efficiency.
• Analyze business processes to ensure alignment with customer experience objectives.
• Leverage data and metrics for decision making and performance evaluation.
• Lead and develop the Engagement Delivery function, providing strong leadership and mentoring.
• Define roles among direct reports and create opportunities for ownership and clarity.
• Conduct analysis regarding team effectiveness and performance indicators.
• Provide oversight of issue escalation management and influence innovative solutions.
• Ensure workflows support best-in-class customer experience and align with business priorities.
• Drive consistent communication across teams to ensure alignment and cohesiveness.

Requirements

• Ten years' experience with call center operations management and managing through a BPO provider.
• Deep knowledge in call center tools and technology.
• Experience in successful delivery of Contact Center Transformation and Operations.
• Proven experience managing metrics and ensuring customer satisfaction.
• Strong analytical skills with a data-driven approach.
• Ability to analyze business and financial strategy with attention to detail.
• Proven track record of developing performance metrics and implementing improvement plans.
• Demonstrated leadership, team building, and organizational skills.
• Strong interpersonal and motivational skills.
• Ability to work in undefined situations and create clarity.

Nice-to-haves

• Experience in educational or non-profit sectors.
• Familiarity with digital assessment delivery systems.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Generous paid time off
• Paid parental leave
• Fertility benefits
• Pet insurance
• Tuition assistance
• Retirement benefits
• Annual bonuses
• Salary growth opportunities
• Merit raises and promotions based on increased responsibility